Mary Lou Joseph
2 minute read
By Mary Lou Joseph
Posted in Customer Engagement
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.
One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. And within these functions, multiple people might handle the same work item. Each person may meet their SLA or turnaround time for their task, but collectively the work item might miss its SLA due to lag time between hand-offs, an unscheduled absence that leaves a piece in someone’s work queue, or an item is “pended” until more information is obtained—but then forgotten.
To effectively meet SLAs, organizations need to manage resources and work volumes—both new arrivals and backlog—to end service goals while still helping to ensure high quality to limit errors and rework, which will negatively impact your customer experience.
Key capabilities include the ability to:
Here are some steps you can take to help improve service delivery management in your operations.
You might also benefit from reading the blost post, “What Is Predictive Work Aging Analytics?” In this blog we discuss how instead of just a current-state view of work item aging, Verint Work Item Tracking can predict if work items will be completed within service goals based on resource availability and work volumes. The solution highlights at-risk items, which helps enable managers to proactively prioritize work and better meet SLAs and customer expectations.
Effective service delivery management is one of the five key components of an optimized management process. To learn how your organization ranks against our Back-Office Management Process Maturity model—and to see the other four key components—take the self-assessment survey.
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